Availability Target
99.9%
Monthly uptime commitment for covered paid services.
Receiz / Legal / SLA
Back homeTrust baseline
Service Level Agreement
Paid-service availability and response commitments with clear remedy and claim mechanics.
99.9% targetSeverity responseCredit model
SEV-1 Response
15 min
Initial response target for critical service-impacting incidents.
Claim Window
30 days
SLA credit requests must be submitted within 30 days after month-end.
01
Applicability
This SLA applies to paid subscriptions and enterprise plans that expressly incorporate this SLA through an order form, plan terms, or written service agreement.
Free-tier and trial services are excluded unless explicitly stated in writing.
02
Service Commitment
Monthly uptime target for covered paid services: 99.9%.
Availability is measured per calendar month as: (total minutes in month minus unavailable minutes) / total minutes in month.
03
Exclusions
- Planned maintenance windows with advance notice where commercially reasonable.
- Customer or third-party network failures outside Receiz operational control.
- Customer configuration errors, credential misuse, or policy-violating activity.
- Force majeure and legal or regulatory events outside reasonable operational control.
04
Incident Response Targets
| Severity | Initial Response | Status Update Cadence |
|---|---|---|
| SEV-1 | 15 minutes | Hourly until stabilized |
| SEV-2 | 30 minutes | Every 4 hours |
| SEV-3 | 4 business hours | Daily while unresolved |
05
Service Credits
| Monthly Uptime | Credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of monthly recurring fee for affected service |
| < 99.0% and ≥ 95.0% | 25% of monthly recurring fee for affected service |
| < 95.0% | 50% of monthly recurring fee for affected service |
Total service credits for a single monthly period are capped at 100% of monthly recurring fees for the affected service.
06
Claim Process
- Submit SLA credit requests within 30 days after month-end for the affected period.
- Include service identifier, incident references, and requested credit calculation basis.
- Credits are applied to future invoices and are the sole financial remedy under this SLA.
07
Status and Incident Transparency
Public uptime and incident communications are published at /status. Governance-defined incident controls are published at /governance.